Mudflap 2008-08

THE MUD FLAP
April 2008
A Downturn in the Economy Requires an Upturn in Customer Service
During these difficult and changing economic times, we all know we have to work twice as hard to keep our customers coming to us instead of our competitors. Although we are always striving to find new customers, one of
the best ways to increase our bottom line is to increase our loyal customers’ business. In most cases, loyal customers may represent no more than 20 percent of our customer base yet they probably make up more than 50
percent of our sales.
Simple ways to keep our customers happy!
•
Answer the phone!
•
Be Reliable! Don’t make promises you can’t keep and deliver the goods!
• Listen! Let the customer talk, make the appropriate responses and acknowledge their conversation with an
answer to a question or a solution to the problem.
•
Deal with complaints! Give the customer’s complaint your full attention and try your best to resolve it.
•
Take the extra step! Go over and above the customer’s expectations.
And finally, to make sure you are making the customer happy, ask them! We do this in many ways, including
customer surveys. But try closing your conversation by asking, ‘Is there is any thing else I can assist you with?’,
or ‘Have I met all of your needs today?’ They will be happy you asked and you will find out if you did a good job or
not with their requests.
TOP SALES FOR THE MONTH OF MARCH 2008
COMMERCIAL SERVICE
1.
Marco Ceja
2.
O.J. Manriquez
3.
Steve Beeson
Team 1
Shawn Silver
Manuel Barraza
Tom Smith
Daniel Cota
RETAIL SERVICE
PARTS
1.
Anthony
Gonzalez
2.
Eddie Rivera
3.
Mark Bauer
AUTO SALES
Wade O’Loughlin
TRUCK SALES
Isuzu
1. Daniel Wong
Used Trucks
2. Mike Conte
1. Kirk Tyler
3. Chili Montalvo
2. Mario Gardea
Johnny Vieyra—Service Advisor
Hino
A new record over last month!
Mike Conte
Juan Lopez—Technician
Wade O’Loughlin
Fleet
Mike Conte
Page 2
April 2008
EMPLOYEE & COMPANY NEWS
MIKE HALSNE—MASTER ELITE PARTS SPECIALIST
Congratulations to Mike Halsne who has just completed all of the
training steps to become a Master Elite Parts Specialist. Mike joins
Mark Bauer as the only other owner of this prestigious title.
Congratulations, Mike.
USED PARTS DEPARTMENT GOES GREEN AND BECOMES OUR ‘RECYCLED’ PARTS DEPARTMENT
Tom’s has been ahead of the new ‘green’ trend for many years by dismantling, refurbishing and
recycling used parts. From now on, any reference to ‘used’ parts should be referred to as
‘recycled.’ This includes sales conversations with your customers. They will be happy to know we
are doing our part to improve our environment and they too can help by buying ‘recycled’ parts.
A DAY IN THE LIFE…..AT TOM’S/KIA & SUZUKI DEPOT
More mug shots next month!!
April 2008
Page 3
EMPLOYEE & COMPANY NEWS
NOTES FROM HR
Computer Usage
For employees who do not have their own computers at work, there are computers available for work related purposes in Retail Service (on Grand) and Used Parts and Service on
3rd Street.
You can access the Tom’s Truck Center website, the employee portal and Tom’s List
through these computers.
User ID and Passwords are posted on them.
Safety starts with YOU!!
We all need to take a part in making our workplace safe. The best way to do this is by identifying risks and preventing injuries before they happen. If you see something that you feel could be unsafe, please bring it to the attention of the HR Manager, your Manager or submit a suggestion via the employee portal.
Safety Tip for Proper Lifting:
Example: Improper Lifting
Here's How:
Plan ahead before lifting.
Knowing what you're doing and where you're going will prevent you from making awkward
movements while holding something heavy. Clear a path, and if lifting something with another person, make sure both of you agree on the plan.
Lift close to your body.
You will be a stronger, and more stable lifter if the object is held close to your body rather than at the end of your reach.
Make sure you have a firm hold on the object you are lifting, and keep it balanced close to your body.
Feet shoulder width apart.
A solid base of support is important while lifting. Holding your feet too close together will be unstable, too far apart will
hinder movement. Keep the feet about shoulder width apart and take short steps.
Bend your knees and keep your back straight.
Practice the lifting motion before you lift the object, and think about your motion before you lift. Focus on keeping your
spine straight--raise and lower to the ground by bending your knees.
Tighten your stomach muscles.
Tightening your abdominal muscles will hold your back in a good lifting position and will help prevent excessive force on
the spine.
Lift with your legs.
Your legs are many times stronger than your back muscles--let your strength work in your favor. Again, lower to the
ground by bending your knees, not your back. Keeping your eyes focused upwards helps to keep your back straight.
If you're straining, get help.
If an object is too heavy, or awkward in shape, make sure you have someone around who can help you lift.
EMPLOYEE MILESTONES
EARTH DAY
APRIL 22, 2008
APRIL ANNIVERSARIES
Here are some things to do for Earth
Day:
APRIL BIRTHDAYS
1 Year
Manuel Barahona
3rd
Wanda Frontado
Dave Price
5th
Christian Ponce
Linda Smith
6th
Abraham Vazquez
Jose Beltran
11th
Danny Garza
14th
Omar Coria
25th
Anthony Jacquez
26th
John Price
26th
Alan Vo
28th
Eric Debernitz
3 Years
Jose Camacho
Omar Garcia Martinez
Oscar Mejia
Humberto Moran
Earth Day Celebrations—continued
UCI Annual Open House and Earth Day
4 Years
Oz Molina
14 Years
Steve Beeson
Manuel Barahona
18 Years
Brad Skarsten
19 Years
Jesus Valdovinos
April 19, 9:00 a.m. - 5 p.m.
http://www.students.uci.edu/celebrate/ or
http://www.students.uci.edu/celebrate/
earthday.php
UCI Earth Day seeks to promote a healthy environment and a peaceful, just , sustainable world
through awareness and education. The solar
powered event will feature interactive, hands-on
educational booths and displays, earth friendly
vendors, exhibitors, recycled art, and much
more. Also occurring at UCI that day: open
house, Wayzgoose Medieval Faire, and much
more!
For many more activities go to: http://
www.creec.org and click on Orange County
Earth Day Celebrations 2008! (CREEC stands
for California Regional Environmental Education
Committee.)
Keep It Wild Volunteer Day at Laguna
Coast Wilderness Park
April 19, 8:00 a.m. - 11:00 a.m.
Reservations suggested: 949-923-2235
Location: Laguna Coast Wilderness
Park, Little Sycamore Canyon Staging
Area (west side of Laguna Canyon Road/
SR-133, approximately 5 miles south of
I-5/405).
http://www.lagunacanyon.org/
events.html
Volunteers help Laguna Canyon Foundation and OC Parks staff with exotic
plant removal and other restoration
projects. Free (parking fee waived).
Earth Day at Crystal Cove State Park
April 19, 9:00 a.m. - 12:00 p.m.
Information: Winter Bonnin, 949-4977647; [email protected]
Location: 8471 Pacific Coast Highway;
Laguna Beach 92651
http://www.crystalcovestatepark.com/
Images/EarthDay08.jpg
The Earth Day '08 project involves removing the old, rusty fencing along the
coastal bluff, installing symbolic fencing,
pulling weeds, and cleaning the beach.
Meet at Pelican Point parking area #4
located off of Pacific Coast Highway at
the stoplight "Newport Coast." At the
entrance kiosk turn left and drive to the
last parking lot. Parking fee is waived for
volunteers